If for any reason you are dissatisfied with the quality of a fresh seafood item, please contact us within 48 hours of delivery to request a refund. Refunds on frozen items or dry goods may be requested within 30 days of delivery except for Proton Frozen tuna, which may only be refunded within 7 days of delivery. (See product details for more information.)
We do our best to address order issues within the next business day but due to the volume of inquiries we receive, please allow up to 48 hours for a response. Be advised that our offices are closed on weekends.
Please include photos and/or video to support any complaint related to products and/or packaging issues to help us confirm the nature of the complaint and whether a refund (full or partial) may be issued.
Although we ship priority to arrive next day, there may be weather events or transit delays that are out of our control. For this reason, we ship our fresh and frozen products in insulated packaging with gel ice and/or dry ice to withstand 24-48 hours in transit (depending on the final destination). Sometimes products that were purchased frozen do not arrive solidly frozen. If they are cold to the touch, slightly thawed sealed portions may be safely refrozen and consumed with no noticeable loss of quality or nutritional value. Requests for refunds on delayed shipments that are delivered within 48 hours will be considered on a case by case basis.
FedEx and Catalina Offshore assume no liability for loss, damage, delay, misdelivery or nondelivery due to causes beyond either party's reasonable control (aka “Acts of God”).